Field Service Europe 2015 (past event)
19 - 21 October, 2015
Array
Driving Revenue Through Global Service
08:00 - 08:40 Continental Breakfast
08:40 - 08:45 Welcome Remarks
08:45 - 09:00 Chairperson’s Opening Address
09:00 - 09:20 Connected Products- There Is No Turning Back
• Recognizing the limits of technology and the power of people (do you have the necessary skillsets amongst your workforce?)
• Involving customers and employees in innovative thinking
• Making big changes with the human side of service
• Involving customers and employees in innovative thinking
• Making big changes with the human side of service
09:20 - 10:00 Tailoring Your Service Offerings To Each Unique Region
• Which customers expect 24/7 support?
• Which customers prefer to be contacted via phone, or email, or text?
• Which customers don’t really mind late response time?
• Which customers prefer to be contacted via phone, or email, or text?
• Which customers don’t really mind late response time?
10:00 - 10:20 Realizing Customer Value
Finding the services that customers are willing to pay for is just the first step. Hakan Wahlgren, Director of Service Solutions for Husqvarna, took this knowledge and turned it into a commercial program which:
- reduces down-time
- optimizes utilisation
- decreases strain on man, machine, environment
- improves health and safety
Hakan is now adding a mobile app to increase transparency, engage the operators/teams, and generate support for business leads. Join Hakan for this exciting session and learn how you can successfully commercialize customer value.
10:20 - 11:20 Morning Refreshment & Networking Break
11:20 - 12:50 Roundtable Discussions
What’s a challenge your company has been struggling with? Would it be useful to discuss this challenge with a group of fellow service executives in an informal setting? If so, then don’t miss the Field Service Europe roundtable discussions! During this 90-minute session, you’ll have the opportunity to join two table discussions, so pick your two top challenges and get talking!
Table 1. What Impact Will the Internet of Things Have on Field Service? And What Are the Benefits of Transforming from a Reactive to a Proactive Service Department? – Hosted by Patrice Eberline, VP, Global Customer Transformation, ServiceMax
Table 2. Hosted by Matt Adams, Senior Director Systems & Service, Johnson Controls
Table 1. What Impact Will the Internet of Things Have on Field Service? And What Are the Benefits of Transforming from a Reactive to a Proactive Service Department? – Hosted by Patrice Eberline, VP, Global Customer Transformation, ServiceMax
Table 2. Hosted by Matt Adams, Senior Director Systems & Service, Johnson Controls
12:50 - 13:50 Lunch In The Solutions Zone
13:50 - 14:10 Nurturing Employees Who Won’t Jump Ship
• Targeting creative ways to increase service revenue
• Determining which additional offerings can be offered as part of your service portfolio
• Driving service delivery to be more efficient
• Determining which additional offerings can be offered as part of your service portfolio
• Driving service delivery to be more efficient
14:10 - 14:30 Enticing European Companies To Embrace Change
Change isn’t easy. Ananda Raghavan, Global Services Marketing Leader with Philips Lighting has a handle on change management and successfully led his employees through a tumultuous period by:
• Working within the culture to foster small but significant changes
• Listening to and reacting to employee feedback
• Promoting the benefits of change to reluctant employees
• Working within the culture to foster small but significant changes
• Listening to and reacting to employee feedback
• Promoting the benefits of change to reluctant employees
